ITIL4F ITIL Service Value System Practice Question
Which of the following is an example of a 'service request' according to ITIL 4?
⚠ Common exam trap
Many exam-takers confuse a service request with an incident, especially when the request involves a change (like a new laptop), but ITIL 4 clearly separates standard changes (pre-approved, low-risk) from incidents (unplanned service interruptions) and problems (root cause analysis).
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
A user requests a new laptop, which is pre-approved for new hires
A service request in ITIL 4 is a standardized, pre-defined request from a user for information, advice, access, or a change that does not require urgent or root-cause analysis. A new laptop for a new hire is a typical example of a standard change that is pre-approved and follows a predefined workflow, aligning with the ITIL 4 definition of a service request as a low-risk, routine request that is handled through a request fulfillment process.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
A team investigates the root cause of recurring network issues
Why it's wrong here
This activity is a core function of Problem Management, not a service request. Problem Management focuses on identifying and resolving the underlying causes of incidents, especially recurring ones, to prevent future occurrences and minimize their impact. A service request, conversely, is a formal request for a pre-defined service or item, not an investigative process into system failures.
- ✓
A user requests a new laptop, which is pre-approved for new hires
Why this is correct
This scenario perfectly exemplifies a service request. A service request is a formal request from a user for something standard, pre-defined, and typically low-risk, which follows a pre-established, documented procedure for fulfillment. The request for a pre-approved laptop fits this definition, as it is a standard offering with a known process for new hires.
- ✗
A server crashes, causing a major outage
Why it's wrong here
This situation is a clear example of an incident, not a service request. An incident is defined as an unplanned interruption to a service or a reduction in the quality of a service, requiring immediate action to restore normal service operation as quickly as possible. A server crash leading to a major outage represents a critical unplanned disruption to service availability.
- ✗
A user reports that the email system is slow
Why it's wrong here
This is an incident, specifically a degradation in the quality of a service, rather than a service request. An incident encompasses any unplanned event that causes an interruption or a reduction in the quality of an IT service. A slow email system directly impacts the usability and performance of a critical service, necessitating prompt resolution to restore optimal functionality.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This ITIL4F practice question is part of Courseiva's free PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4F exam.